Dynamics 365 Application Support Engineer

at  Routeco

DYNAMICS 365 APPLICATION SUPPORT ENGINEER

Routeco is looking towards a bright future as a growing part of Sonepar, an independent family-owned company with global market leadership (45,000 people, an annual turnover of 33.3 billion euros) in B-to-B distribution of electrical products, solutions and related services.
You’ll be joining a growing organisation in the UK of over 250 associates at one of the UK’s leading distributors of industrial automation and control products.
We encourage development and progression both within individuals and in the business by constantly moving forward and are open to acquisitions that help to strengthen our skills and offerings to also provide the best for our customers and our associates.
If you are looking for a company that has a long-term vision and cares about its people and the planet, then look no further.
We want you to join and contribute to a team that is constantly striving to be La Référence.

ARE YOU THE PERSON WE ARE LOOKING FOR?

We are seeking a highly motivated Dynamics 365 Application Support Engineer to join our IT department. In this role, you will be responsible for providing technical support and troubleshooting assistance for Dynamics 365 Customer Engagement (CE) and Finance & Operations (FP&O) solutions. The ideal candidate will possess strong analytical skills, excellent communication abilities, and a solid understanding of Dynamics 365 applications to effectively address and resolve issues raised by our associates.

QUALIFICATIONS:

• Degree in Computer Science, Information Technology, or related field.
• 4 years of experience in technical support and troubleshooting assistance for Dynamics 365 Customer Engagement (CE) and Finance & Operations (FP&O) solutions
• Proficiency in diagnosing and resolving issues related to Dynamics 365 CE, FP&O, including but not limited to configuration errors, data discrepancies, and integration issues.
• 4 years of experience in providing technical support and troubleshooting assistance for Dynamics 365 Customer Engagement (CE) and Finance & Operations (FP&O) solutions.
• Strong understanding of Dynamics 365 (CE and FP&O) application architecture, functionalities, and modules, with hands-on experience in system configuration, customisation, and administration.
• Proficiency in diagnosing and resolving issues related to Dynamics 365 CE, FP&O, including but not limited to configuration errors, data discrepancies, and integration issues.
• Experience with incident management processes, ticketing and project management systems (e.g., ServiceNow, JIRA), and ITIL best practices.
• Excellent analytical, problem-solving, and communication skills, with the ability to effectively communicate technical concepts to non-technical users.
• Familiarity with Microsoft Power Platform (Power Apps, Power Automate, Power BI) and other Microsoft technologies is an advantage.
• Relevant certifications in Dynamics 365 applications (e.g., Dynamics 365 Fundamentals, Dynamics 365 CE/CRM) are desirable.
  Location: Milton Keynes. (Hybrid working to be discussed at interview)
  If you are passionate about providing exceptional support for Dynamics 365 applications and possess the skills and experience required for this role, we encourage you to apply. Join us in ensuring the seamless operation and optimisation of our Dynamics 365 solutions to support our business objectives and empower the Routeco business.

• Technical Support:
• Serve as the primary point of contact for all technical issues and enquiries related to Dynamics 365 Customer Engagement (CE) and Finance & Operations (FP&O) solutions, providing timely resolution and assistance to end-users.
• Issue Identification and Diagnosis
• Investigate, diagnose, and analyse reported issues and errors within the Dynamics 365 applications, utilising troubleshooting techniques and diagnostic tools to identify root causes and propose effective solutions.
• Incident Management:
• Manage and prioritize incoming support tickets and service requests through our ticketing system (ServiceNow), ensuring SLA compliance and timely resolution of issues to minimise business impact.
• Configuration and Customization Support:
• Assist with configuration changes, customization requests, and system enhancements within Dynamics 365 CE and FP&O, collaborating with internal stakeholders and development teams to implement changes efficiently and accurately.
• Documentation and Knowledge Sharing:
• Maintain comprehensive documentation including troubleshooting guides, knowledge base articles, and FAQs to facilitate self-service support and knowledge sharing among end-users and support team members.
• User Training and Support:
• Provide training and guidance to end-users on best practices, system functionalities, and new features within Dynamics 365 applications, empowering users to maximize productivity and efficiency.
• Integration and Data Management:
• Support integration processes and data management activities between Dynamics 365 CE, FP&O, and other systems, ensuring data integrity, accuracy, and consistency across platforms. and efficiency
• System Monitoring and Performance Optimisation:
• Monitor system performance, health, and security parameters within Dynamics 365 applications, proactively identifying potential issues and implementing optimisation strategies to enhance system reliability.